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Charles Schwab offers a wide range of investment and financial services. When someone visits or calls a Schwab office, employees can bring up the customer's records and talk knowingly about services best suited to the person's situation.

Browse www.schwab.com.

a) How does this web site confirm Schwab's customer focus?

b) Why is employee access to complete and current customer records especially important in the brokerage business?

c) Please provide the website URL of another firm you feel displays customer focus.

d) What is the characteristic or action of the firm, as reflected in the website, which demonstrates evidence of customer focus?

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Solution Summary

This website confirm Schwab's customer focus in the sense that it provides lot of information about basic investing.

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1) This website confirm Schwab's customer focus in the sense that it provides lot of information about basic investing, the ways to get started in this business with Scwab and other important information about investing in the markets.The site is easy to navigate and very simple to use in order to make the customers feel comfortable while using the site. The level of details available on the site makes the Schwab's customer focused image very powerful very strong indeed.

2) Employee access to complete and current customer records is very ...

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Sandeep Bardia, MBA
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  • BCom, SGTB Khalsa College, University of Delhi
  • MBA, Rochester Institute of Technology
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